written by 340Owens on 18/03/2024
Had a delivery come today for an order that was part of £10,500 overall order This item alone was over £2000 and yet the delivery organisation selected by dfs to deliver was uninterested and poor. The bed frame was meant to have been put together and I asked if they could and response was if you want me to? The customer service for the delivery company was shocking to say the least and to be honest this has really put me off ordering with dfs in the future I need further furniture equating to approx £20k but if this is how they source their supply chain then no thank you I’ll take the money elsewhere
written by tnAguirre112 on 23/02/2024
I am writing to express my extreme dissatisfaction with the service I have received regarding my recent sofa purchase. Five months ago, I placed an order for a sofa with your company, and since then, I have encountered nothing but problems and disappointment. Upon receiving the initial delivery, the sofa was broken, necessitating its return. After much delay, a replacement was promised, causing me to rearrange my schedule and take time off work for the delivery. However, upon the scheduled delivery date, I was informed that the replacement sofa was also damaged and wet, resulting in further inconvenience and delay. Despite numerous attempts to resolve the issue, including visits to your store and countless calls to customer service, I have received no satisfactory resolution. The lack of accountability and assistance from your customer service representatives has only exacerbated my frustration. Furthermore, the suggestion to continually reorder the sofa, despite multiple failed attempts at delivery, is unacceptable and demonstrates a lack of regard for customer satisfaction. I must emphasize the significant impact this ordeal has had on my life. It has disrupted my plans, caused unnecessary stress, and resulted in wasted time and resources. As a loyal customer, I expected better from a reputed company like yours. Regrettably, I had no choice but to request a full refund for my purchase. I have lost all confidence in your company and will not be recommending your services to others. I trust that you will take swift and appropriate action to address this matter and prevent similar experiences for other customers in the future. Honestly wasted 5 months due to poor service
written by SufferingSadSod on 06/02/2024
Looks good but the French connection Studio sofa from DFS is the most uncomfortable sofa I’ve ever had. The one in the store was ok but was the recliner version. I specified I did not want a recliner. It came and the seats were like bricks, complain and the advice given is to wear it in like a pair of shoes! Could take three months to soften. They do begin to give but wouldn’t call it soften, they compress. Also as I had specified not a recliner I was surprised to discover, while trying to get comfortable, that the back is sloped backwards so the back cushions offer no support. It’s the recliner without the mechanism. Sit back on the seats without surrounding yourself, especially at your back, with additional cushions and you’re literally lying semi prone. I asked if I could buy a better cushions but they were adamant I couldn’t. Not helpful at all. I’ve actually had to order different fillings from an upholsterer an expense which is sadly necessary, and I’m faced with trying to find something to prop the back ones so they don’t slope backwards. Good money after bad. Don’t feel I have any option. I have backache and neck pain from this since day one. It’s been sheer misery, a waste of over a thousand pounds.
written by DFS_Oxford on 26/01/2024
Don't buy DFS SofaCare Insurance - Don't believe what the sales people peddle when selling you this 5 year insurance policy. We were led to believe our sofa cushion's could be refilled within 5 years if they sagged or lost shape... 3 Years in and our sofa cushions have sagged considerably - After spending days trying to resolve with emails and phone calls to DFS and Guardsman, we're NOT covered. SAVE YOUR MONEY, DON'T BUY SOFACARE!
written by Laurawalker10 on 21/01/2024
Awful customer service. Looks the business so I was a bit blinded. After 4 months limited support gives me back ache. Can't wait to pay off over the next 3 years so I can go gplan! Style over substance!
written by amanda12348 on 07/01/2024
Bought a recliner sofa just over 2 years ago,cost £1300 stopped working, dfs wont look at, say that 2 year warranty as likely to break after this time, terrible customer service, wouldnt recommend at all
written by Makenzie120 on 14/12/2023
We had recently moved into our new home together (our first home) and had saved up for month to buy a sofa, so were very excited. We went to DFS and had to wait ages to be served, and then were told that it would be better to look online (due to not having the stock in store). We did as suggested and looked online, after browsing several different stores and trying different things, we selected our sofa with the delivery date with 6-8 weeks (a reason why we chose DFS as we wanted the sofa in time for our housewarming, 10 weeks later). When the timeframe came to 8 weeks, we were sent an email (which went into spam so we never initially received it) that our delivery was delayed. No new date. We called to enquire but were put on hold and then disconnected. Twice. Further chasing and no support offered. 10 weeks from our order, we had our housewarming but no sofa. It was difficult to host people as there was nowhere to sit! It was very disappointing. We rang several more times but were told that we couldn't even be guaranteed our delivery before Christmas! Finally, 4 months after ordering we were given a delivery slot. We were told in the morning of the Tuesday. I worked from home especially that day to receive the delivery however, no delivery. No contact. I chased via telephone but nothing. 9pm that evening our sofa finally arrived. In spite of paying £100 delivery and fitting, the men were rude and clumsy in the delivery. No apologies for the massive delay or for the inconvenience it had caused. They broke our lampshade whilst being clumsy with packaging. We had to ask them to take away the cardboard wrapping and they made a big fuss. They made a mess all over the carpets and knocked several of our doors, damaging the paintwork. Absolutely appalling - I would not recommend at all, please avoid!!
written by Linnet55 on 09/12/2023
Purchased a superking Silentnight Eco Comfort Breathe Pocket3000 mattress 14 months ago for £1000. It is the worst mattress we've ever slept on. Like sleeping on a stone slab. After 14 months we hoped it would have given a little.but no such luck.We are cutting our losses and throwing it out and replacing it with a nice comfy Relyon mattress. Very dissapointed with the mattress and DFS.
written by tmKincaid178 on 17/11/2023
After long long searching, we have found corner sofa we would enjoy, but after 12 weeks of waiting DFS have failed to deliver it. Today is 17th November , and estimated delivery date is 18th. No one contacted me in regards of delivery. Delivery date have been changed twice so far. Dfs didn’t even explained trouble’s they encounter. No information about real delivery date. Just horrible experience and wasted lots of time. Have chased for some other experience on facebook, so I’m not an exemption, there are a lot of people, who had same experience and had to cancel their orders. Your right to choose, but, maybe, my post will help you to decide, what furniture supplier to choose.
written by Jankez on 16/11/2023
Purchased the Brayton 4 & 3 seater sofas in march 2023 delivered May 2023 since they were delivered we have had the back panel on the 4 seater replaced the foam on the 4 seater replaced waiting for the cushions on the 3 seater to be replaced the padding on one of the arms on the three seater done as we could feel the wood through it. Now one of the cushions on the 4 seater has split and they are sending the repair man back in to stitch it up I can only see this splitting again. The new cushions on the 4 seater have already gone really soft, what an absolute waste of £2000 of our money this company has really gone down hill since we bought our first sofa from them years ago. I would like a refund and purchase something totally different but I don’t suppose that will happen. You can’t get to speak to any type of manager they hide behind the customer service people and they are useless and just say you have to come through us first. With what they have had to do I’ve virtually got a new set of sofas only thing is their no good.
written by GeofD on 06/11/2023
Foam collapsed...twice I bought a Barrett power reliner from them in 2020. It took about 18 months for the fixed foam to collapse. Credit to them, they fixed it by reupholstering the sofa at my home. Unfortunately it's collapsed again, and it is no longer covered by their rather misleading guarantee. So now I have an expensive sofa I can't use .. in slightly less in 3 years. Such a shame the quality of the part of the sofa you can't see is so bad. UPDATE So rang them on phone number which appears on their reply and it was clear they didn't care and didn't want to help in any way. The reply was sent by someone who apparently doesn't exist...be careful when bu
written by wvKlein255 on 29/10/2023
Simply a horrible experience. I bought two recliners ,during delivery the electric battery was not delivered ,however , after waiting for two weeks I received it, after two months only the sofa started to show color variation at several places , service engineer was not friendly at all and that's the most polite word to describe his behavior claiming it is not material issue, so whom issue or fault is it? I did not pay +3,000 for such faulty material
written by HSAEED on 25/10/2023
Horrible customer service and horrible quality , i would avoid at all cost . I bought two sofa recliners and after less than 2 months the fabric started showing colour variation , looks mottled and stained ( looks a few years old rather than less than 2 months ) had technician visiting who said that this is normal for the fabric , I explained that this was not how I received it , that the mottling started some time after and that this was never explained at the time of purchase. He wouldn’t budge and refused to do anything about it ( waste of money and waste of extra money for after care). Very very poor quality
written by CN001 on 17/10/2023
It is with a sense of regret that I find myself composing this review, as the initial stages of my experience were promising. Such promise typically accompanies in-store purchases settled upfront rather than through credit transactions. The in-store service, upon finally being attended to by a representative, met my expectations. Unfortunately, the other members of the team seemed preoccupied, showing more interest in a display podium than in assisting customers. It was this representative's helpfulness during the process of procuring two sofa beds that stood out. However, the situation took an unfortunate turn during the delivery phase. The scheduled delivery was set for Wednesday, 11 October, a day for which I took time off work to await the delivery and, as per DFS's guidance, had my old furniture removed. The DFS website explicitly advised against discarding existing furniture until receiving confirmation of a specific delivery slot. My delivery window was specified as between 14:03 and 17:03. Regrettably, by 4 PM, the delivery van's tracking information had not been updated beyond "delivery number 4." I contacted DFS (Disappointing Flawed Service) seeking an update, only to be informed that the driver had been involved in an accident (with sincere hopes for the driver's well-being) and that my delivery would be postponed to the following day. Upon reaching Thursday, I phoned DFS again at 8 AM, speaking with a customer service agent, who appeared groggy and unprepared. He conveyed that my delivery would be delayed until the subsequent week, an unexpected and distressing development. I requested to speak with a manager, but he rebuffed the request, claiming the manager's response would be the same. I insisted, yet he persistently refused and even urged me to secure a new delivery slot, citing their booking constraints. This left me furniture-less for five days, compelling me to cancel my weekend plans as my guests had no seating or sleeping arrangements. It is worth noting that my actions were guided by the DFS website's advice: "Please do not get rid of your existing furniture until you hear from us with a specific delivery slot." The experience was deeply disheartening, leading me to abruptly end the call with customer service. I promptly called again, speaking with Eilidh, who proved exceptionally helpful and arranged for my delivery to be rescheduled for Monday, 16 October, through the Westwood Cross Broadstairs Kent store, from which I had originally purchased the sofa beds. On Saturday, 14 October, representative from Westwood Cross called me at 10:10, extending his apologies and expressing his intention to confer with his manager regarding a potential goodwill gesture. He called me back at 15:38, offering a hamper containing wine, cheese, or chocolate, which I regrettably had to decline due to personal preferences. I suggested the possibility of receiving four scatter cushions to complement the two sofa beds I had purchased. He agreed to consult his manager and get back to me. Monday, 16 October, saw the arrival of my sofa beds, with the delivery personnel displaying commendable helpfulness and courtesy. Regrettably, there was no follow-up call from him. On Tuesday, 17 October, I reached out to DFS (Disappointing Flawed Service) in an attempt to speak with the representative. However, I was informed that a request for his callback had to be initiated. Subsequently, he returned my call at 13:36, and I was informed that the request for scatter cushions had been met with a "firm no," with a hamper being the only offered gesture. When I requested to speak with a manager, I was advised that the manager would not be available until Saturday. I then placed another call to DFS (Disappointing Flawed Service) and engaged with another assistant, who did her utmost to be of assistance. She explained that it is DFS (Disappointing Flawed Service) policy for the store manager to first address my concerns before engaging with headquarters. As it stands, my experience with DFS has extended to ten days of dissatisfaction, with the matter remaining unresolved. My perspective at this juncture is that, if one is contemplating purchasing a sofa from DFS, I would recommend against it. While the initial stages may appear promising, the overall experience culminates in a disheartening disappointment.
written by Sanj29 on 07/10/2023
My vulnerable 83 year old aunt has been take advantage of. She was charged £300 for an insurance that she new nothing about. The monies waere added to her invoice , but she did not see the paperwork and nothing was discussed or signed by her. When DFS head off was told about this , she said it was her fault for not reading the paperwork an picking up the issue!! The suit she has bought is not fit for purpose. It arrived with the fabric all puckered and the recliner can not be sat in as it tips to one side as well as not returning to its correct position when put in the upright position It is shoddy work and they do not care that there sale staff are illegally selling insurance to vulnerable people I would not every recommend you purchase anything from them
written by Salisbury359 on 04/10/2023
Please don't waste your money on buying anything from DFS. Soon after receiving my sofa the base went completely. Reported the issue in August they were unable till September which was cancelled, then October which was cancelled. Phone customer service they said that they couldn't help me and someone would call me in 72 hours. DFS however have been very prompt with taking payments from my bank account.
written by Colt455 on 03/10/2023
I would give them -1. I paid a fortune and waited for a month, only to receive a swinging sofa! They couldn't fix the legs properly on delivery and they declined to take the sofa away on the day. I have been chasing them for a month and sent numerous videos and pictures. All they told me was to wait for another month until they send someone to "inspect the sofa". They are too lazy to watch the video of their employees not able to install the sofa, so I thought maybe share it with everyone!
written by Molloy462 on 29/09/2023
I have experience very bad customer service with DFS, after returning a sofa that i purchased from DFS in June waited 5 weeks for it to arrive and it was not as stated in the description so i asked for a full refund and it was returned on the 17th September then i was told my full refund would be with me in 7 days which has not happened and had to call the DFS customer service many times only to be told that i would have to wait 21 days for a refund which is not at all acceptable as i just keep getting false promises of my refund, and this is not how you treat paying customer as they was quick enough to take my money but not quick enough to return it still , and this is definitely not acceptable so i will now take action against DFS and get bailiffs to collect the debt if my money isn’t returned forth with . Mr P Carter
written by PawelManchester on 25/09/2023
After a very short period of time, the material on the sofa began to stretch unnaturally in the place where you sit and the headrest and armrest. Apart from the fact that it stretched, it also became thinner and lost its elasticity. Additionally, the sponge began to collapse. I reported the defect to DFS, the engineer came and said that nothing could be done because the changes were just too small, but that we should observe what was happening and report it. That's what I did. After a few more months, the material wore through and holes appeared, which quickly began to get bigger and bigger. After just over a year, the sofa looks worse than a 10-year-old piece of furniture, as can be seen in the photos. As suggested by the first engineer, I reported the matter to dfs again. This time they sent a different engineer whose visit to me lasted less than 2 minutes. Despite saying that he was not the one making the decisions, after less than an hour he called me and said that I had done the damage myself and he knew nothing about the previous defect report and the only solution was to report it to the insurer. How stupid! Why would I damage my expensive sofa? Additionally, this engineer encouraged me to lie so that only the insurer would take care of it, and not DFS. I reported it to dfs and people from the headquarters talked to me differently than from Manchester. People from the headquarters only informed about the next steps in a nice way, and people from Manchester... there are no words for their rudeness. I was called, who didn't even dare to give his full name, but his title was branch manager. He started by saying that the 2-year deadline had already passed and that nothing could be done. But the problem was reported before 2 years anyway. When I asked him if he had seen the photos, it looked like he had just opened them and after a few seconds he had a ready answer that he couldn't do anything about it because it was my fault that the material had stretched so much that holes had formed and the seams had come loose. His answers were aimed at not taking responsibility for the poor quality of the sofa. During the conversation, he treated me with disrespect and snub, and I could hear irony and lack of interest in what I was saying in his voice. In addition, he said that what I reported the first time was something different and had no connection with the current problem. This is a lie because I reported exactly the same thing, except that there were no holes before. Now he is trying to catch my words, taking advantage of the fact that English is not my first language and I may have problems with clearly articulating sentences. This is DISCRIMINATORY! And what's funniest in the conversation, he confirmed that he has many sofas with problems in front of him. So something is going on and I'm glad that I'm not the only one reporting factory defects in furniture. If I knew that my old 10-year-old sofa would look better than a new sofa from DFS after less than two years, I would not have gone shopping there.
written by Moeenh on 24/08/2023
My corner leather sofa was delivered damaged the bottom draws broken and middle piece of leather damaged from top head rest to bottom cushion. Waited 17 weeks for headrest to get new leather and draw to get fixed. My bottom leather piece is still damaged still chasing it up. From November delivery point to now almost end of August and leather still not fixed. Speak to customer service and all they say is we will find out where the leather is and get back to you. Shouldn't have to wait this long for a sofa. Also still waiting on my 2 leather sofa cherish cleaning kits that I have paid for they keep saying we will chase it up, it's August guys . You happy to take the payment every month. Just don't deliver results.
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